eDM CARE
eDM CARE integrates Customer Relationship systems with back office applications enabling comprehensive management of your customer portfolio.
SCG utilizes the firstCARE methodology to assess your environment, and architects a phased approach giving you options to make deliberate decisions after each phase.
Why implement eDM CARE?
- Superior Customer Service – provide real-time access to customer information to provide complete and timely responses, providing more efficient contact handling, increase first contact resolution, and the building of a central customer history file.
- Higher satisfaction rate = customer retention and loyalty
- Lead development, personalization and trending
- Customer acquisition, cross-sell and up-sell
- Fulfillment – improved process flows can expedite orders
- Personalization and branding – understanding the transaction is more valuable than the transaction itself
- Target marketing
- ROI
- Risk mitigation – reduction of bad debt and theft of service
- Compliance – financial and regulatory – regarding customer enrollment and the release of marketing information
Every customer interaction should trigger a chain of events to carry out a well-defined business process, whether it's fulfilling a Web or phone order, handling customer complaints or logging customer preference and notifying the marketing department.
The R2R space assists companies in managing profitable customer portfolios in the new competitive energy marketplace.
Software Consulting Group, 1400 North Providence Road, Suite 6055, Media, PA 19063-2052. Tel: 610-892-8920; Fax: 610-892-8921.